Viewing, Filtering, and Tracking Service Requests in the Pipeline
Service Requests in Momentum AMS provide agencies with a structured way to track, manage, and complete client requests efficiently. The Service Requests Pipeline allows users to monitor the progress of requests, apply filters for easy navigation, and update statuses to ensure a seamless workflow.
Accessing the Service Requests Pipeline
The Service Requests Pipeline provides a visual workflow for tracking requests at different stages of completion. To access it, log in to Momentum AMS and navigate to the left-hand menu. Click on "Service Requests" and then select the "Pipeline View" tab. This will display all active requests organized by their current status.
Understanding the Service Requests Pipeline Stages
Service Requests move through different stages in the pipeline, helping agencies track progress from submission to completion. The primary stages include:
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New Requests: Recently submitted requests that have not yet been reviewed.
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In Review: Requests that are currently being assessed and processed by an agent.
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Awaiting Client Information: Requests that require additional details or documentation from the insured before proceeding.
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Completed: Requests that have been successfully processed and finalized.
Each request moves from one stage to another based on the actions taken by agents, ensuring a smooth and trackable workflow.
Filtering and Searching for Specific Service Requests
As the number of service requests increases, filtering and searching become essential for efficient management. At the top of the Pipeline View, users can apply filters to narrow down the displayed requests. Filters allow agents to sort by:
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Status: View only new, in-review, or completed requests.
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Request Type: Filter by specific request types such as Driver, Vehicle, Address Change, COI, or General.
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Insured Name or Policy Number: Search for a specific insured’s service requests.
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Assigned User: View requests assigned to a particular team member.
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Date Range: Display requests submitted within a specific timeframe.
Using filters helps agents quickly locate pending requests and prioritize tasks accordingly.
Tracking Progress and Updating Requests
Once a request is in progress, agents can track updates and manage the next steps within the request details page. Clicking on a request in the pipeline opens the full details, where agents can:
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Review submitted information and any attached documents.
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Add internal notes for tracking updates and communicating with team members.
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Change the request’s status to reflect progress, such as moving it from "In Review" to "Awaiting Client Information."
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Assign the request to another agent if needed.
Ensuring accurate updates in the pipeline allows agencies to maintain an organized workflow and respond promptly to client needs.
Conclusion
The Service Requests Pipeline in Momentum AMS provides a structured way to track, manage, and complete client service requests efficiently. By leveraging the Pipeline View, applying filters, and updating statuses regularly, agencies can enhance workflow visibility and service quality. Implementing these best practices ensures timely responses to client needs and improved service efficiency.